Call Center Representative-Credit Union

Resound Credit Union•Nashville, TN

6d•Onsite

About The Position

Resound Credit Union is hiring a full-time Call Center Representative at its Nashville location. The representative answers members’ questions about accounts, products, and services in a cordial and professional manner, provides accurate and efficient assistance, promotes credit union offerings, performs financial transactions, conducts loan interviews, and accepts loan applications confidentially and in compliance with regulations. The role also handles email requests, account research, member complaints, daily reports, and various account maintenance requests. It requires maintaining confidential member information, following security and credit union policies, and complying with applicable laws and regulations. The representative may assist with training new Call Center employees and provide backup for an ITM Associate. The work is primarily performed while seated at a desk, using a telephone headset and personal computer. It involves extended periods of telephone work, manual dexterity, accurate visual observation, and the stamina to handle periods of high stress. The position requires minimal supervision, independent judgment, initiative, and problem-solving. A friendly, caring, dependable, and team-oriented approach is essential, along with professional communication and pleasant telephone manners.

Requirements

High school diploma or GED.
At least three years of financial institution experience in Teller/Universal Associate or customer service-related work is preferred, along with extensive public contact.
Personal computer experience is required.
A caring, friendly, sincere, people-oriented personality and pleasant telephone manners.
Clear speaking voice and excellent verbal and audio communication skills.
Ability to function as a team player and communicate professionally with coworkers, members, and business associates.
Dependability, positive attitude, company loyalty, and cooperation.
Ability to work with minimal supervision and exercise independent judgment, initiative, and problem-solving skills.
Manual dexterity and accurate visual observation for computer-based work.
Physical and mental stamina to withstand periods of high stress.
Ability to perform work accurately and follow up to ensure members’ needs and requests are met in a timely manner.

Nice To Haves

College or some post-secondary education.
Specialized financial services training.
Loan processing experience.

Responsibilities

Answer members’ account, product, and service inquiry calls professionally and courteously.
Provide members with answers and assistance regarding questions, problems, and concerns.
Promote credit union products and services, including cross-selling their benefits.
Process financial transactions such as wire transfers, cash advances, loan payments, and payment authorizations.
Verify members’ identities before providing account information or performing transactions.
Review online memberships, conduct telephone loan interviews, and complete loan applications.
Provide information on auto, boat, and recreational vehicle values.
Maintain knowledge of fees, rates, products, promotions, procedures, and loan application processes.
Post member transactions and use computer software to access member information and support services.
Prepare teller checks and loan add-on advances.
Handle written account closure requests and use sales and service skills to retain accounts where possible.
Answer email requests and research accounts using available programs and communication with other departments.
Resolve member complaints within the representative’s authority.
Comply with applicable laws and regulations, including Reg B, Reg E, Reg Z, Reg CC, Reg DD, and the Fair Credit Reporting Act.
Assist in training new Call Center employees.
Process daily reports, including online check disbursements and bill pay maintenance requests.
Follow security policies, procedures, and other credit union policies, and maintain the confidentiality of member information.
Process ACH authorizations, stop payments, contact information changes, and similar requests.
Process returned mail according to established procedures.
Provide backup for the ITM Associate.
Perform other duties as requested.